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Proactive vs Reactive How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so. The reality is, COVID-19 is hardly the only disruption firms have faced (or will face) during their existence.